> ## Documentation Index
> Fetch the complete documentation index at: https://www.presolve.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams Phone: IT and support

> Resolve approval, account, calling, sync, and recording issues with the right administrator or support team.

Use this guide when a Teams setup or calling tutorial stops at an error. **Firm integration managers** handle Presolve mappings and tracked lines; **Microsoft IT administrators** handle tenant approval, account/device policies, and Teams calling permissions. Presolve support can investigate application and import failures.

For normal use, return to [account setup](/docs/help/integrations/microsoft-teams-phone), [browser calling](/docs/help/records/teams-browser-calling), [Teams-app calling](/docs/help/records/teams-app-calling), or [call review](/docs/help/records/teams-call-records).

## Approval and sign-in

First identify the connection that failed:

| Connection | What to tell IT |
| - | - |
| **Track my Teams calls** | The employee is verifying their Microsoft work identity and assigned lines for this Presolve organization. |
| **Your calling account → Connect Microsoft calling** | The employee is connecting browser calling. Its delegated calling permissions are separate from firm call-import permissions. |
| **Admin setup for shared lines and tenant access** | The integration manager is requesting firm access and administrator-managed tracking. |

Microsoft tenant approval can be reused across Presolve organizations, but it does not sign employees into browser calling or assign all tenant lines to every organization. Use the employee's business account and confirm the intended tenant. For first-time firm setup, follow [Manage Teams Phone for your firm](/docs/help/integrations/teams-phone-admin#complete-firm-setup).

| What you see | What to do |
| - | - |
| **Approval required** in Microsoft | Ask your Microsoft administrator to review the app request. Specify whether you were connecting tracking or browser calling. |
| **Use the Microsoft work account mapped to your attorney account** | Confirm both signed-in accounts and have the integration manager check their mapping. Reconnecting with the same mismatched accounts will not fix the mapping. |
| **Device authentication required** or `AADSTS50097` | Use the browser/device approved by your firm's IT policies. Account and device verification are separate checks. Ask IT for help if no prompt appears. |
| **Finish Teams setup** or **Connection needs verification** | Complete Track my Teams calls first. For firm access, have the integration manager use **Re-check consent** after IT approval. |
| Calling is unavailable, or Call in browser is absent | Verify that browser calling is enabled for the organization and that the work account has an eligible calling line. |

If access was already approved, have the integration manager use **Re-check consent** for the firm connection before starting another setup attempt. Use a fresh setup link generated by Presolve when approval is needed; a URL copied midway through Microsoft sign-in can depend on that browser session.

## Browser call will not start

| Symptom | Next step |
| - | - |
| Microphone prompt was blocked, or no one can hear you | Allow microphone access for Presolve in the browser's site permissions. Check the selected microphone and whether it is muted. |
| Browser calling session ended before the call could start | Try again to initialize a new calling session. Keep the calling tab open while it connects. |
| No calling line is available | Check the connected Microsoft account and ask IT to verify its Teams number and outbound calling permissions. |
| Calling works in Teams but fails in Presolve | Use **Call in Teams** to continue. Report the browser error separately; Teams-app success does not establish that browser calling is configured correctly. |
| A Microsoft error code appears | Copy the complete code, time with timezone, calling line, destination, and error text for support. A numeric error alone does not establish whether the cause is permissions, the network, or the calling service. |

If availability turns off after an error, check **Your calling account** in settings. An inactive browser session does not necessarily mean the saved account was disconnected. Avoid disconnecting the firm's integration as a troubleshooting step.

Refreshing a tab with availability enabled starts an automatic reconnection. Wait for **Available for calls**. If reconnecting fails, Presolve reports the reason and remains unavailable; resolve the error, then select **Turn on availability**. If another tab owns calling, turn availability off there first. The preference belongs to the current tab, account, and organization, and is cleared when availability is turned off or the calling account is disconnected. If browser storage is blocked, the preference cannot survive a refresh.

If the same failure continues, send [the diagnostic details below](#send-a-useful-support-report).

## Missing calls and failed syncs

Presolve uses Microsoft call notifications and report syncs. Microsoft may publish a notification before all the line details needed to import the call are available. Calls can appear later, sometimes after a few hours; recordings and transcripts can take longer.

Check in this order:

1. Correct Presolve organization, case, and Records filters.
2. Calling or receiving line is tracked for this organization.
3. **Calls needing review**, especially if the number appears on several matters.
4. Firm connection status and **last successful sync** in Teams Phone settings.
5. Recording existence and transcription settings, if the call itself is present.

An integration manager can use **Sync now** to request another sync. It cannot make Microsoft publish missing data or create a recording that was never made. Repeated disconnect/reconnect attempts can interrupt useful troubleshooting context.

Connection health and import health are separate. **Microsoft connected** can appear even when the latest call sync failed.

Check **last successful sync**, any **last sync attempt**, and the error message. **Call notifications active until** describes the current notification subscription, not a deadline for a particular call to arrive.

A call marked **Multiple matching claims** has already been imported into the review queue. Resolve it with the [case-matching tutorial](/docs/help/records/teams-call-records#resolve-a-call-that-needs-a-case-match). If notes are separate from the imported call, use the [note-linking tutorial](/docs/help/records/teams-app-calling#link-an-existing-note-to-the-teams-call).

## Correcting call details

In the browser dialer, expand **Caller, case and role**, correct the person or role, and select **Save call notes**. Suggestions are editable and saved corrections are preserved during later imports.

Changing or removing the case is blocked once the call has a linked recording, transcript, case note, or follow-up task, or while recording or transcription work is running. This keeps the call and its existing items on the same case. An ordinary call note typed in the dialer is different from a linked **case note**.

If saving a case change is blocked, restore the original case before saving other edits. If processing is still underway, let it finish before trying again; a resulting recording or transcript keeps the case locked. For an incorrect case with linked items, send Presolve support the call link and intended case. Do not create duplicate call records or delete recordings to work around the restriction.

An imported call that still needs a case can be attached through [Calls needing review](/docs/help/records/teams-call-records#resolve-a-call-that-needs-a-case-match). When an integration manager has already chosen a case there, a conflicting late browser match does not replace that decision.

## Missing recordings and transcripts

Importing a call does not record it. Confirm that the specific call has a recording in Teams, then check the firm's **Import recordings**, **Transcribe recordings**, and **Recording source** settings. See [recording import setup](/docs/help/integrations/teams-phone-admin#set-up-recording-imports).

| Status or message | Meaning and next step |
| - | - |
| An audio player is present | Presolve has an available recording file. Play it to review the conversation. |
| **Looking for this call's recording in Teams** / checking again automatically | No matching file has been retrieved yet. Confirm it exists in Teams and allow processing; this message does not confirm that a file exists. |
| **Recording is being retrieved from the phone system** | Retrieval is pending. If this persists for a known recording, send support the call and recording details. |
| **No recording for this call** / **No recording is available** | No recording is currently available in Presolve. If one is in Teams, have the integration manager check import settings and access. |
| **The recording could not be retrieved** | Retrieval failed. An authorized integration manager can use **Retry** when shown. |
| **The recording was removed from the case library** | The stored file was removed. Ask the case or integration manager about it. |
| **Transcript is processing** | The recording is available, but transcription has not finished. |
| No transcript button or **No transcript is available** | A recording does not guarantee a transcript. Check the transcription setting and any processing error. |

If a recording exists in Teams but stays missing in Presolve, provide the case link, call date/time with timezone, both phone numbers, who started recording, and the Teams or OneDrive recording link. These details help support find the correct file.

Return to [playing a recording or opening its transcript](/docs/help/records/teams-call-records#find-a-recording-or-transcript) after the file is available.

## Availability and disconnect controls

| Control | Scope |
| - | - |
| **Disconnect my account** under Track my Teams calls | Removes your individual tracking sign-in in this organization. Administrator-managed tracking may still cover the line. |
| **Disconnect my calling account** | Removes your individual browser-calling connection. |
| **Available for calls** toggle | Controls browser availability, not the saved account connection. |
| **Disconnect** under the firm's Connection section | Changes the organization's integration. Leave this to the integration manager. |

You do not need to disconnect the firm's integration to recover from a failed browser call.

Other Presolve organizations in the same Microsoft tenant have their own connections. Shared Microsoft event delivery is managed by Presolve; do not remove tenant-wide application approval just to fix one user or organization. Coordinate tenant-wide permission removal with IT because it can affect other connections.

## Send a useful support report

Include:

* **Where:** Presolve organization, your Presolve account, Microsoft work email, and case/call link.
* **When:** date, time, and timezone of the attempt or completed call.
* **What:** browser or Teams app, calling and called numbers, exact error text and Microsoft code, and whether the same call works in Teams.
* **For imports:** tracked-line status, last successful sync, and whether the call is in Calls needing review.
* **For recordings:** who started recording and the Teams or OneDrive recording link.

Send approval, account-mapping, or device-policy issues to the relevant administrator above. Send persistent browser-session, sync, or recording-import failures to Presolve support with those details. Keep passwords, access keys, authentication tokens, and unrelated client information out of screenshots and messages.